Responding to Messages

Conversations Module

The Conversations Module is where you can view all conversations with your Customers and interact with them when necessary. You can access this module from the left navigation menu.

Receiving New Messages

New messages will appear in the queue of the Conversations Module. New messages will be unassigned by default.

Replying to a Contact

When the platform receives messages from a new Contact, the Contact will have an open conversation in queue and is unassigned across all channels. There are two ways Users can respond to Contacts:

Accepting a Conversation

Step 1: Navigate to the Conversations Module, click on Queue

Step 2: Hover over a conversation and click Accept. The conversation will be assigned to you then you can proceed to chat with the customer.

Assigning a Conversation

Step 1: Navigate to the Conversations Module, click on Queue

Step 2: Click on any conversation to open the chat box. Click Unassigned at the top left corner of the chat box.

Step 3: Select the teammate you'd like to assign the conversation to. Please note that this role is only available to managers.